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Escalations Lead Jobs (NOW HIRING)

Nexamp

Customer Escalations Lead

Chicago, IL · On-site

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

Nexamp

Customer Escalations Lead

Chicago, IL · On-site

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

Nexamp

Customer Escalations Lead

Chicago, IL

Nexamp is looking to hire a Customer Escalations Lead to join their Customer Experience team. You will be responsible for Nexamp's highest-risk customer and regulatory issues, protecting the company ...

Qualys

Technical Escalation Manager

Raleigh, NC

Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war rooms/bridge calls) with cross-functional teams * Act as the single point of contact for escalated ...

Qualys

Technical Escalation Manager

Raleigh, NC · On-site

Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war rooms/bridge calls) with cross-functional teams * Act as the single point of contact for escalated ...

Qualys

Technical Escalation Manager

Raleigh, NC

Own and manage critical (Severity 1 & 2) customer escalations * Lead incident response calls (war rooms/bridge calls) with cross-functional teams * Act as the single point of contact for escalated ...

PTR Global

Hardware Operations Lead

Abernathy, TX

$100/hr

Own hardware reliability and manage escalations. * Lead and mentor L1/L2 teams. * Develop and implement SOPs and SLAs. * Collaborate with cross-functional teams to ensure operational efficiency.

Versant Health

Escalation Lead

Rancho Cordova, CA · On-site

Escalation Lead Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care ...

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All JobsEscalations Lead Jobs

Escalations Lead information

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$42.5K

$123.8K

$180.5K

How much do escalations lead jobs pay per year?

As of Jun 10, 2026, the average yearly pay for escalations lead in the United States is $123,784.00, according to ZipRecruiter salary data. Most workers in this role earn between $102,500.00 and $135,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an Escalations Lead, and why are they important?

To thrive as an Escalations Lead, you need strong problem-solving abilities, in-depth knowledge of company processes, and experience in customer service or support, often supported by a relevant bachelor's degree. Familiarity with CRM systems, ticketing tools like Zendesk or Salesforce, and incident management platforms is typically required. Exceptional communication, conflict resolution, and leadership skills help you manage high-pressure situations and guide teams effectively. These skills are crucial for resolving complex issues quickly, maintaining customer satisfaction, and ensuring smooth operations during critical escalations.

What are Escalations Leads?

Escalations Leads are professionals responsible for managing and resolving complex or high-priority issues that have been escalated beyond the standard support or service teams. They act as the main point of contact for critical problems, ensuring swift resolution and clear communication between customers, support staff, and other stakeholders. Escalations Leads analyze the root causes of issues, coordinate with relevant departments, and implement long-term solutions to prevent future occurrences. Their role is crucial in maintaining customer satisfaction and improving overall service processes.

What are some common challenges faced by an Escalations Lead, and how can they be managed effectively?

As an Escalations Lead, one of the primary challenges is handling high-pressure situations where customer issues are complex or have already been unresolved at lower support levels. Balancing the need for quick resolution with thorough investigation is essential. Effective communication and collaboration with cross-functional teams—such as product, engineering, and customer support—are key to identifying root causes and implementing sustainable solutions. Developing strong conflict resolution skills and maintaining a customer-focused mindset will help manage escalations constructively and prevent similar issues in the future.

What is the difference between Escalations Lead vs Customer Support Specialist?

AspectEscalations LeadCustomer Support Specialist
Required CredentialsExperience in customer service, leadership skills, industry-specific knowledgeHigh school diploma or equivalent, customer service experience
Work EnvironmentSupervisory role, managing escalation teams, cross-department collaborationFrontline support, direct customer interaction, troubleshooting
Employer & Industry UsageTech, telecom, retail sectors with complex customer issuesBroadly used across various industries for general support

The Escalations Lead focuses on managing complex customer issues and leading escalation teams, requiring leadership skills and industry experience. In contrast, a Customer Support Specialist handles initial customer inquiries and troubleshooting. The roles differ mainly in responsibility level and scope, with the Escalations Lead overseeing escalations and the Support Specialist providing frontline support.

More about Escalations Lead jobs
What job categories do people searching Escalations Lead jobs look for? The top searched job categories for Escalations Lead jobs are:
Escalations Lead jobs near you
Infographic showing various Escalations Lead job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 75% In-person, and 25% Remote job distribution, with an average salary of $123,784 per year, or $59.5 per hour.
Technical Support Escalations Lead

Technical Support Escalations Lead

FieldPulse

Dallas, TX • On-site

Full-time

Medical, Dental, Vision, Retirement

Posted 25 days ago

Job description

FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment, we help trades businesses streamline every step of their work. Our platform empowers office staff, field technicians, management, and business owners with the tools they need to book and schedule work, create estimates, complete jobs, and get paid - faster and more efficiently. Trusted by thousands of businesses globally, FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.
Technical Support Escalations Lead
About FieldPulse:
FieldPulse is a high-growth field service management software built specifically for the trades. From the first call to the final payment, we help trades businesses streamline every step of their work. Our platform empowers office staff, field technicians, management, and business owners with the tools they need to book and schedule work, create estimates, complete jobs, and get paid - faster and more efficiently. Trusted by thousands of businesses globally, FieldPulse pairs cutting-edge technology with a customer-first mindset to support the people who keep our world running.
About the Role:
Our Customer Success team is hyper-focused on providing an exceptional customer experience. The Technical Support Escalations Lead will play a critical role in the day-to-day execution of our Technical Support organization, ensuring complex issues are resolved quickly, escalations are handled with confidence, and expertise is provided to the technical support team as needed.
This role is highly hands-on and issue-centric. You will take on key escalated cases and act as a liaison for critical customer interactions while partnering closely with Engineering, Product, Customer Success, and Implementation to ensure our customers' technical concerns are resolved completely. You will also act as a technical lead for the technical team, directing tasks to be completed and becoming a subject matter expert to support faster case resolution. The ideal candidate is a highly technical problem solver who thrives in fast-paced SaaS environments and is not afraid to get their hands dirty.
Where You'll Work:
  • Full-time, in-office at our headquarters in Dallas, TX. (hybrid possible after training is complete)
  • You'll be right in the heart of the action, surrounded by a team of passionate, high-energy individuals who thrive in a collaborative, fast-paced environment.

What You'll Do:
  • Manage the daily operations of the Technical Support team, ensuring tickets, escalations, and incidents are resolved efficiently and with high quality.
  • Serve as a hands-on leader and escalation point for complex technical issues that require deeper investigation or cross-functional coordination
  • Perform advanced troubleshooting, including reviewing logs, investigating data issues, validating workflows, and identifying root causes of platform problems.
  • Conduct root cause analysis on recurring issues and partner with Engineering and Product to prevent repeat failures.
  • Monitor the support queue to identify stalled or high-risk cases and proactively drive them toward resolution.
  • Lead real-time incident response during outages or large-scale issues, coordinating communication across Support, Engineering, Customer Success, and Leadership.
  • Translate technical issues into clear, customer-friendly explanations for internal teams and customers.
  • Act as a liaison between Technical Support, Engineering, Product, Implementation, and Customer Success to ensure alignment on active issues.
  • Provide detailed case summaries, reproducible steps, and technical context to Engineering to accelerate bug fixes and improvements
  • Identify recurring product gaps and communicate patterns to Product and leadership to influence roadmap decisions.
  • Identify workflow inefficiencies and partner with the Technical Support Manager to improve processes, tooling, and routing.
  • Own and maintain knowledge base quality by ensuring complex solutions are documented and reusable.
  • Track and manage operational metrics, including resolution time, backlog health, escalation volume, and customer satisfaction
  • Act as an escalation point for high-impact customers or high-risk situations requiring technical authority.
  • Partner with Customer Success, Implementation, and Customer Support to ensure a seamless experience across the full customer lifecycle.

What We're Looking For:
  • 2 to 3 years of experience in technical support, customer support, or customer success in a SaaS environment.
  • At least 1 year of experience mentoring technical support team members.
  • Strong technical troubleshooting skills and ability to investigate complex system issues.
  • Experience working with SQL, logs, APIs, databases, or technical debugging tools
  • Experience managing escalations and high-priority customer situations
  • Experience working cross-functionally with Engineering, Product, and Customer Success teams
  • Strong understanding of support operations in a multi-channel environment, including chat, phone, and email
  • Experience with support platforms such as Jira, Salesforce or similar tools
  • Strong analytical mindset with the ability to identify patterns and root causes across large volumes of cases
  • Ability to stay calm and organized in high-pressure situations
  • Strong communication skills with the ability to explain technical issues to non-technical audiences

Why You'll Love Working Here:
  • Impactful, Fast-Paced Startup Culture: Work on exciting projects that truly move the needle.
  • Comprehensive Health Coverage: Medical insurance, plus dental & vision benefits to keep you covered.
  • Health & Wellness Perks: Memberships to keep you feeling your best.
  • 401(k) Plan: Secure your future while you grow with us.
  • Clear Path for Growth: Transparent career progression, professional development, and promotion opportunities.
  • Paid Parental Leave: Support for you and your family when it matters most.

Apply